Business Transformation Pitch with The CX Goalkeeper

The CX Goalkeeper had a double smart discussion with Neal Topf and Paul Catherall. Which is available on all common PODCASTING platforms like Apple, Google, Amazon, and Spotify as well as a WEBCAST on YouTube. Neal Topf is the president of Callzilla and the co-host of "Fireside chat without the Fires" together with Paul Catherall. Paul Catherall is helping companies to start their own podcast, he is passionate about customer experience and the Director of Customer Care at Ultra Mobile. He is an Outsourcing Expert and ICMI Contributor. The discussion with Neal and Paul was split in 2 episodes. In this second episode you will learn: Paul & Neal biggest personal learnings from the Podcast "Fireside Chat Without The Fires" Their preferred "CX myth busted" from the podcast The most mentioned CX heroes from the podcast … and much more Contact details: Fireside Chats Without The Fires https://www.linkedin.com/company/fireside-chats-without-the-fires/ Neal Topf https://www.linkedin.com/in/nealtopfcustomerexperience/ Paul Catherall https://www.linkedin.com/in/paul-catherall-b5785aa/ https://www.linkedin.com/company/the-podcast-coach/ Paul's Golden Nugget: "People forget what you said but they don't forget how you made them feel." Neal's Golden Nugget: "Automate or don't exist anymore. Eliminate irritants, create value or waste less value" Thank you, Neal and Paul! #customerexperience #leadership #customerservice #bpo #podcast #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Neal Topf and Paul Catherall. Neal Topf is the president of Callzilla and the co-host of Fireside chat without the Fires together with Paul Catherall. Paul Catherall is helping companies to start their own podcast, he is passionate about customer experience and the Director of Customer Care at Ultra Mobile. He is an Outsourcing Expert and ICMI Contributor. The discussion with Neal and Paul was split in 2 episodes. In this first episode you will learn: - Customer satisfaction is driven by resolution in the shortest possible time-frame. - The entrepreneurial operating systems (EOS) helps to improve KPIs every 13 weeks - The Podcast "Fireside Chat Without The Fires" was the voice of the Customer Experience World Games 2021. A terrific experience! - These are the 2 biggest learnings from their podcast: i) You improve the customer experience because it has a direct impact on the financial results of the company. ii) The kindness of the CX community participating to the podcast is priceless … and much more Thank you, Neal and Paul! #customerexperience #leadership #customerservice #bpo #podcast #cxgoalkeeper

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Enrique Gomez Alonso Enrique is Principal XP South EMEA at Medallia and Founding Member of the ECXO In this episode you will learn: - Some highlights on the ECXO - Show financial results to get on the top of the C-Suite priorities (on the short and on the long term) - 4 steps to develop a Voice of the Customer program i) Phase 1: Outside-in – Start with the external view ii) Phase 2: Few data available - Start linking customers feedback with some KPIs e.g., renewal rate (6-9 months of data available) iii) Phase 3: More data available - Start analyzing and deep diving into data. Proving the relations and the quality of the improvements implemented (1-1.5 years available) iv) Phase 4: Start with Predictive analysis (more than 2 years of data available) - Prepare the conversations with your stakeholders and make it understandable for them (speaking their languages) … and much more His book suggestion: - The Ultimate Question 2.0, Fred Reichheld Enrique's golden nugget: Customer Experience is about resilience. If you want to have impact on the company, it's about resilience. Try to enjoy your success, minimize the impact of failures ...but at the end, it pays out. How to contact Enrique: - https://www.linkedin.com/in/enrique-gomez-alonso-0a07aa1/ Thank you, Enrique! Thank you European Customer Experience Organization (ECXO) #customerexperience #leadership #ROI #cxtransformation #VoC #cxgoalkeeper #exco

The CX Goalkeeper had a smart discussion with Rosaria Cirillo Rosaria is an expert on H-CX, she is an Author a Certified Happiness Trainer and THE Happiness Driven Growth Change Catalyst. Additionally TED Speaker, CX Trainer & Management Advisor We discussed about the book: Yellow Factor, Happiness in Business You will learn about: The evolution of business through different levels: shareholders, customers, employees, purpose, and happiness Spiritual, physical, intellectual, relational, and emotional wellbeing translated into the business world for customers, employees, and society HAPPINESS as Health, Autonomy, Purpose, Play, Integrity, Nature, Empathy, Simplicity, Smile GROWTH as Grounding, Reaching up, Operationalizing, Wow Blossoming, Taking Time, Harvesting … and much more Her book suggestion: The Four Agreements; Don Miguel Ruiz, Peter Coyote, et al. The Fifth Agreement: A practical guide to self-mastery; Don Miguel Ruiz, Don Jose Ruiz, et al. Rosaria's golden nugget: Act from the hearth and do it smiling and laughing How to contact Rosaria: · https://wownow.eu/ · https://www.instagram.com/wownowexp/ · https://www.linkedin.com/in/rosariacirillo/ Thank you, Rosaria! #customerexperience #leadership # #internationalweekofhappinessatwork #cxgoalkeeper #happinessdrivengrowth #hcx #humanexperience #podcast

The CX Goalkeeper had a smart discussion with Shep Hyken Shep Hyken, customer service and experience expert, keynote speaker and NYT bestselling author, helps companies deliver AMAZING customer service experiences! Shep will publish his latest book "I'LL BE BACK - How to Get Customers to Come Back Again and Again" on September 20th, 2021 You will learn: The definition of AMAZING The Green Egg Story Where does Shep buy cars how to connect history based measurements and future customers behaviours How to meet customer's expectations by giving the shortest customer service speech in the world a 6 steps process on how to create I'll be back experiences (part of latest book) … and much more Shep's golden nugget: Customer service is not a department. It is philosophical, it is cultural. Indeed, the best companies to do business with are also the best companies to work for. How to contact Shep: - www.linkedin.com/in/shephyken/ - www.sheptv.com - www.hyken.com (subscribe his newsletter, great content and amazing comics) Thank you, Shep! #customerexperience #leadership #askshep #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Jeff Sheehan Jeff is a customer experience (CX) practitioner, CX author, and an active member of the global CX community. He is a passionate customer advocate whose work improves operational excellence and profitability, customer intimacy, and growth using pragmatic solutions built on the pillars of strategy, people, process, and technology. He is the author of the book: Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program. Jeff is an an Ambassador of the ECXO In this episode you will learn: Some highlights on the ECXO The book "Customer Experience Management Field Manual" is stuctured in short chapters leveraging the experience of the same way on how field manuals from the military were created Writing a book is also an experience. Jeff leveraged beta readers from the outstanding CX community to improve his manuscript. The book is for everybody working in the CX field. It should stay on your desk as a reference for your daily jobs … and much more His book suggestion: · The Best Service is No Service, 2008; B. Price, D. Jaffe Jeff's golden nugget: Everyone has a book inside, which need to be written. Write your book, leave your legacy. How to contact Jeff: https://www.linkedin.com/in/jeffsheehandublin/ You can find the book here: mybook.to/CXFieldManual Thank you, Jeff! Thank you European Customer Experience Organization (ECXO) #customerexperience #leadership #cxgoalkeeper #exco #cxtransformation #employeeexperience #CXO #CX #experiencedesign

The CX Goalkeeper had a smart discussion with Tue Sottrup Chief CX Evangelist at Dixa & an Ambassador of the ECXO. Tue is passionate about customer service and engagement, and he truly believes that software can empower customers and businesses to build stronger bonds, be more efficient and increase productivity to unprecedented levels. You will learn: Some highlights on the ECXO How DIXA makes the conversation between companies and customers EASIER How agents can focus on the customers and not on the systems they are using How to create happy agents and engage them in the improvements process How to get the buy-in from the organization to act on customers' / agents' feedback … and much more His book suggestion: The Effortless Experience - Matthew Dixon, Nick Toman, Rick DeLisi Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days - Joey Coleman Tue's golden nuggets: Customers are always right to be understood. They are not always right in what they want but in being understood. Be able to change, be quick on adapting. How to contact Tue: · https://www.linkedin.com/in/tuesottrup/ · https://twitter.com/tuesottrup Thank you, Tue! Subscribe to the ECXO: www.ecxo.org/individuals #exco #cxgoalkeeper #customerexperience #leadership #cxtransformation #employeeexperience #CXO #CX #experiencedesign

The CX Goalkeeper had a smart discussion with Maurice FitzGerald (second half) Editor in Chief - Content, at OCX cognition. VP Customer Experience HP Software (retired). Former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Helping companies to improve customer experience and their methods of developing and implementing business strategy. Achieving this by coaching, speaking, blogging and writing. You will learn: - How to leverage scorecards properly - How to cope with the missing link between customer feedback and corporate strategy - How to structure the reporting line for CX managers - The impact of technology on surveys … and much more Please don't forget this is the second half of this outstanding friendly match with Maurice. His book suggestions: Ottolenghi Simple A Cookbook; Ottolenghi The ultimate questions; Fred Reichheld Answering the Ultimate Question: How Net Promoter Can Transform Your Business; R. Owen, L. Brooks How to contact Maurice: - https://www.linkedin.com/in/mauricetfitzgerald/ - http://customerstrategy.net/ Maurice's golden nugget: Doing CX research without already knowing that you will get the resources, the people, and the money that you need to implement related improvements is a waste of time. It's damaging! It gives the impression to customers that you don't care about their opinion. Thank you, Maurice! #customerexperience #leadership #NPS #cxgoalkeeper #cxstartegy

The CX Goalkeeper had a smart discussion with Maurice FitzGerald Editor in Chief - Content, at OCX cognition. VP Customer Experience HP Software (retired). Former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Helping companies to improve customer experience and their methods of developing and implementing business strategy. Achieving this by coaching, speaking, blogging and writing. You will learn: - The mismatch between inside-out and outside-in view based on Maurice experience - NPS is not dead - NPS is a generally accepted metric - The strengths of NPS and related weaknesses - The right 3 questions to ask to get valuable feedback - What really "action" mean … and much more Please don't forget the second half of this match, sorry interview, will be published next week. How to contact Maurice: - https://www.linkedin.com/in/mauricetfitzgerald/ - http://customerstrategy.net/ Thank you Maurice! #cx #customerexperience #loyalty #cxgoalkeeper #nps

The CX Goalkeeper had a smart discussion with Adam Posner Adam Posner is the Founder and President at NHP Talent Group- a boutique NY-based talent consultancy, specializing in talent access for Senior-level roles within: Digital Marketing, Media, Ecommerce, Product and Content Creation at Start-ups, Creative Agencies and Brands. He is also the host of the top global career podcast, ThePOZcast- showcasing experts to help you harness your inner tenacity to drive your life and career forward. He has produced and aired over 175 episodes with top guests like Gary Vaynerchuk, Grant Cardone, Kara Goldin and Tucker Max to name a few. You will learn: How to successfully pivot a career into entrepreneurship GaryVee's advice to Adam which fits to everybody The explanation of Adam's values: the three "P" Two big learnings of a successful recruiter Several advice to candidates to prepare the interviews … and much more His book suggestion. This time 2 personalities: Jordan Harbinger Howard Storm Adam's golden nugget: Get comfortable being uncomfortable. How to contact Adam: www.nhptalentgroup.com www.thePOZcast.com https://www.linkedin.com/in/adamjposner/ Thank you, Adam! #customerexperience #leadership #recruiting #enterpreneurship #cxgoalkeeper